Departments of Motor Vehicles (DMV) are state government agencies across the country that are responsible for vehicle related licensing, registration, inspections, and more. Since its inception in 1915, the DMV has gained a reputation for frustratingly long wait times, slow processes, and inconvenient hours. According to the DMV, the average wait time in the U.S. is 44 minutes; however, in some locations, wait times can span half a day or longer. In California, the wait times were so long that a judge ordered a performance audit of the California Department of Motor Vehicles.
Fast forward to today and the DMV offers online services as well as self-service kiosk stations. This new era of self-service gives citizens more flexibility and offers greater convenience. Furthermore, state employees are not limited to branch offices and in some instances, states have been able to centralize their licensing specialists.
There are 45 DMV locations in the U.S. operating self-service kiosk stations. In Louisiana, the Office of Motor Vehicles (OMV) uses a Video Call Center kiosk for driver license reinstatement. At the HQ Call Center, the OMV specialist sees from their ticketing system that a customer is available and initiates a video call via VCC, where they are instantly connected to the waiting customer. Through the kiosk workstation, the customer can share proper identification, which will be captured with VCC’s video snapshot feature, then continue with the reinstatement process. Within the VCC interface, OMV specialists can take notes, share their screen to provide settings or billing assistance, and even escalate and transfer the call to a supervisor, as needed. Providing this specialized support enabled the Louisiana State Government to increase overall efficiency and increase customer satisfaction.
In Nevada, the DMV added a drive through self-service kiosk where residents can complete their kiosk transactions 24/7 without ever leaving their vehicle. Registrations can be renewed in as little as two minutes. In other states, the DMV has established self-service kiosks at grocers, retail locations, and university campuses, allowing citizens to conveniently renew vehicle registrations and more. This new era of self-service enhances state services by increasing efficiency, flexibility, and convenience.
Interested in offering more flexible and efficient service? Contact us today for a VCC demo!